On 16 Sep 2022, a passenger holding Madagascar passport travelled from Fuzhou through Hong Kong to Bangkok with the final destination to Paris Madagascar. She was unable to approach the check in counter for her next flight to Bangkok since she was not holding a visa to land in Hong Kong in view of that,she stranded at arrival level in airport restricted area.  

Passenger services team offered their best to assist the passenger all the way including offered food & beverage and assisted to contact her family in transferring money to purchase another ticket out from Hong Kong to Bangkok so that she won't miss her flight out from Bangkok to Paris and Madagascar.

Ultimately,with the great efforts from our team,the passenger managed to get onboard to Bangkok and she sincerely thanked our team for going the extra miles to assist her all the way since she was stranded in a foreign land,and she was traumatised and felt helpess at the initial stage.Kudos to following team members who had shown the passion to delight our customer and to passion to delight our customer and to show our empathies to her unpleasant encounters in HKIA.